by Delaney Consulting | Jul 2, 2018 | Marketing
It is a surprising fact that most retailers and small businesses do not have an annual promotional calendar. There’s a vague sense that they may have a number of promotional offers available to customers through a previous email campaign or a bounce back coupon...
by Delaney Consulting | Mar 23, 2018 | Marketing
Every promotion needs to have a goal. Of course, its natural to think that “SALES” are always the promotional goals. But savvy small businesses know that every promotion drives a specific behavior. Promotional goals can increase the dollars per transaction, increase...
by Delaney Consulting | May 21, 2015 | Communication, Customer Service, Marketing
For a small business or retail store, “listening to customers” happens everyday. But as explored in the post “2 Reasons Why Store Managers Don’t Hear Their Customers” it may not be accurate. Truth is, there is real value in giving your customers multiple channels to...
by Delaney Consulting | May 18, 2015 | Communication, Managing
Net Promoter Scores (see our earlier post: Net Promoter – the Most Common Retail Listening Tool) are just the beginning to really understand the Voice of the Customer. There is a wonderful quote that “the plural of anecdote is not data.” Too often retailers and other...
by Delaney Consulting | May 14, 2015 | Communication, Managing, Marketing, Operations
One of the most common retail tools for collecting customer feedback is a “net promoter score.” The concept of net promoter is simple. Customers are asked whether they would recommend the store (or service) to friends and family on a scale of 0-10 . A score of 9-10 is...
by Delaney Consulting | May 11, 2015 | Communication, Managing
For the store managers or associates who interact with customers all day long, the idea of having to listen to their customers seems redundant. After all, listening to customers is what they do for their entire shift. But actively engaging with customers and...
